Stripe Payments & Disputes Report

The Stripe Payments and Disputes Report is a crucial tool for businesses using Stripe to manage and monitor their payment processing and dispute activity. This report offers a comprehensive overview of all payment transactions and includes detailed information on any disputes or chargebacks that may have occurred. 

Things to know:

• The Payments and Disputes Report is fully generated and managed by Stripe. MyTime simply provides access to view the report but does not control or modify its content.
• The report includes processed payments from both open and closed tickets. However, unsettled payments are not included.
• The ability to access this report is governed by the "Accessing Payments & Disputes Report" access control setting. For franchise businesses, access for child account owners is determined at the parent level. By default, access is set to "block" for all roles, including the child account owner 
• Staff members can choose to receive email notifications for Stripe payment disputes by going to My Account > Communication Preferences and enabling the Receive Stripe Dispute Emails setting. This helps staff respond quickly to disputes and manage them more effectively.
• No Payment Account Added (Child Accounts): The option to receive Stripe dispute alerts will not be visible.
• Valid Stripe Account Connected:
• The Dispute Alert option is available to all child account owners and staff members whose roles include permission to view payments and dispute reports.
• If new staff members are added later and their roles are granted access to payments and disputes, the option will automatically become available to them as well.
• If a Stripe account is active but the Accessing Payments and Disputes Report permission is restricted, the dispute alert checkbox will appear but will be disabled (greyed out), preventing staff from opting in.
• If a staff member is currently opted in to receive Stripe dispute emails, updating their access control permission to Block will automatically opt them out and disable (grey out) the checkbox.
• Stripe Account Removed: The option will no longer be visible.
• Cloud9 Payment Accounts: The dispute alert option will not be available.
• When a dispute is filed, a notification will appear in the Notification Center, and an email alert will be sent to the business owner and any staff members who have opted in to receive "Stripe dispute emails." You will also receive a notification and email alert if the dispute is won.
  • Child Account Owners: Checked by default, regardless of their parent-level access controls.
  • Admin Users at the Parent Level: Not checked by default.
  • Other Users (Both Parent and Child Levels): Checked by default if they have Edit or View access to the Accessing Payments and Disputes Report access controls. 
• By default, you will not receive a notification or email if the dispute is lost. However, if the "Enable Dispute Charge Item" hidden setting is enabled, notifications for lost disputes will also be sent. To enable this hidden setting, please contact your account manager or the MyTime Support Team at support@mytime.com. 
• When a disputed payment is lost:
  • The payment will be refunded automatically.
  • The ticket status will automatically change to "Reopened" in POS.
    
    

CONTENTS

• All Transactions Tab
  • Report Columns
• Disputed Transactions Tab
  • Report Columns
• Respond to Disputed Charges
  • Counter Disputes
  • Accept Dispute
• Filtering the Report
• Exporting the Report
• Notifications

To access this report:

1. Navigate to Dashboard

2. Select the Reports tab

3. Under the Company section, select the "Stripe Payments & Disputes" report 

When the report opens, you can filter by a specific child account (visible only at the parent level) and/or location, and then click on the UPDATE button to generate the data you are looking for. Once generated, you can view 'All" or "Disputed" only transactions. To the right, you can export the data or filter the report by the transaction's amount or date.

All Transactions Tab

Report Columns

Disputed Transactions Tab

Report Columns

Respond to Disputed Charges

You can manage client disputes by either countering or accepting them using this report. To take action on a dispute, you can:

1. Click the Disputes tab
2. Identify the disputed charge you want to address, then click on the 'Action Required' status
3. A modal will appear displaying the dispute details. Here, you can:
   • Dispute details: You can view the specifics of the disputed charge and click on the dispute reason or network reason code to be redirected to Stripe for an explanation of the status. Here you can also resolve the dispute by countering or accepting the disputed charges. 
     • A step-by-step guide is included to provide additional support in resolving the disputed charge                                            
   • Payment Details: Here you can see additional information about the payment that was disputed, such as the status, date received, amount, amount disputed, processing fee, and the net amount. 
   • Payment Method Details: Here you can see additional information about the payment method used, such as the card details and the address 
   • Timeline: Here you can see actions and progress of the disputed charge                                       

Contents:

Counter Dispute

Accept Dispute

Counter Disputes

You can counter a disputed charge using this simple 3-step process:

1. Click the 'Counter Dispute' button                                        
2. The 'Counter a dispute' modal will open. The first step is for you to add details about the dispute. Click 'Next'                                                                                      
3. Step 2 is to add the client's information, such as the name, email address, and physical address. Click 'Next'                                                                                        
4. The final step is to add supporting evidence to conclude why you should win this dispute. Here you can click the 'Green Box' to upload your files. Click 'Preview'
5. Preview your application and then click 'Submit'                ]
6. Once submitted, the disputed status will be changed to 'Reviewing'
7.  

Accept Dispute

1. Click the 'Accept Dispute' button                                          
2. Click "Accept dispute"                                           
3. A successful modal will appear                      
4. Once closed, the disputed status will be changed to "Lost"

Filtering the Report

1. From the report, click the "Filters" button                                 
2. Additional options will be displayed, allowing you to choose whether to filter the report by amount or date:                                                                                              
   • Amount: Selecting the 'Amount' option will display two additional fields. Here, you can choose your preferred condition: 'is equal to,' 'is between,' 'is greater than,' or 'is less than', and then enter the corresponding amount in the field below                                                                          
   • Date: Selecting the 'Date' option will reveal two additional fields. You can then choose your preferred condition from options such as 'is in the last,' 'is equal to,' 'is between,' 'is after,' 'is on or after,' 'is before,' or 'is before or on,' and enter the number of days or months accordingly
3. Click 'Done'
4. The report will then be automatically updated to display the date for the filters selected

Exporting the Report

1. From the report, click the 'Export" button                                 
2. The 'Export Payment' modal will appear, allowing you to filter the date range for the export. A list of the columns that will be included in the export is displayed at the bottom
3. Click the "Export" button
4. The report will be exported and downloaded to your device and a confirmation pop-up will be displayed
5. Click the "Close" button

Notifications

The charge is disputed.

Please see an example of the notification alert received and the email sent when a charge is disputed:

Notification 

Email

Dispute Won or Loss

Please see an example of the notification alert received and the email sent when a disputed charge is lost or won:

Disputed Charge Won Notification

Disputed Charge Loss Notification

Disputed Charge Won Email

Disputed Charge Loss Email

For more information, contact us at support@mytime.com or (385) 233-6964.